Brian bought a set of Klipsch headphones on Amazon a few months ago, and they broke even though he claims he didn’t damage them in any way. This isn’t an issue of the difference between defects and accidental damage, though. When he tried to make a warranty claim, he learned that there’s a difference between buying something on Amazon and buying something from Amazon.
“I bought it from Amazon.com so I didn’t think twice,” he wrote in an e-mail to Klipsch. “Frankly consumers shouldn’t have to check a manufacturer’s website to verify they are purchasing from an authorized reseller. I am at a loss as to how a product that I purchase sealed in a new box would fail to qualify for a warranty.”
The problem, of course, was that Brian bought the item on Amazon but didn’t note that the “fulfilled and shipped by” part of the item’s page named a different company. That company was not an authorized reseller, so as far as Klipsch was concerned, Brian bought these headphones on a street corner.
This is apparently a big problem for Klipsch customers, since they have a specific warning about Amazon Marketplace sellers on the page that lists their authorized dealers. They also have a list of unauthorized dealers, but it doesn’t include the seller Brian bought from.
Their warning note says:
A note about Amazon.com: While Amazon is an authorized online dealer of Klipsch products, many resellers who sell through Amazon are not. When purchasing, it is important to note where the product is being “shipped from and sold by,” which is stated clearly in the header for each product on Amazon.com. Please contact us directly before you purchase if you are uncertain.
Of course, the item page at Amazon isn’t going to say, “Hey, dude[tte], buying this item from us voids the manufacturer’s warranty.” That’s why we’re posting this: to remind you.
For Brian, however, there is a happy ending. He complained to Amazon, and Amazon is issuing him a refund and taking the defective item back. He’s pleased, and now he knows to shop with care.